Address
Form of workThe Help Desk Tech II will be providing end user IT support to SBM employees, both locally and remotely. Responsibilities include answering support phone calls and tickets for multiple IT supported services and environments including desktop and mobile devices, servers, networks, telephony, applications, access, and general use questions. The technician will work through and direct end users towards our helpdesk ticketing queue. This individual will be responsible for escalating tickets that cannot be solved directly or directing to the correct process as required. This individual will assist with managing IT equipment and support project teams with technical issues in the initiation and planning phases of standard Project Management Methodology; demonstrate a blend of practical technical knowledge, hands-on support skills, teamwork, excellent communication, and customer support abilities.
Responsibilities:
- Provide first-level and second-level support for PC related problems; using technical knowledge and remote support tools to assist, attempt resolution of problems related to system issues or application related issues, including OS, MS Office, or other SBM supported internal applications
- Provide Tier I and Tier II support per requests from various constituencies; investigate, troubleshoot, and document problems
- Provide end user training in applications or operating system fundamentals
- Support end users with virus/malware related issues and help repair systems and train end users on safe and secure IT behaviors
- Configure hardware, devices, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements; participate in the PC Imaging process for desktops and laptops
- Provide user account, passwords, and access as requested, using standard procedures
- Maintain end user installation and configuration procedures, documentation, and training information
- Perform routine system monitoring of systems, standard processes, and scheduled jobs
- Assist in the repair and recover from hardware or software failures and system outages, by coordinating and communicate with impacted constituencies
- Log all Help Desk interactions
- Maintain operational procedures
- Prepare and distribute standard activity and customized reports
- Maintain and manage the setup, configuration, maintenance and monitoring of assigned technology equipment
- Research new technologies for review, testing, and implementation
- Research and implement best practices to resolve equipment issues
- Work directly with the equipment vendors/manufacturers as needed to address issues
- Review technical manuals to learn correct settings for equipment
Qualifications:
- May be required to have a valid driver’s license.
- Associates degree in Information Systems, or a related field from a four-year college or university with 1-3 years of experience; or equivalent combination of education and experience.
Compensation: $29.64 per hour
Shift: 1st
SBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.
